Pricefx Incident Guideline

The Helpdesk category 'Incident' is intended for reporting incidents to Pricefx Customer Support. This reference guides you how to create a Trouble Ticket with needed information, so Pricefx can start triaging the incident without delay caused by lack of details.

For each ticket fill in the following fields:

Subject	Enter a headline describing the error and the impact.
Priority	Critical	High	Normal	Low
Priority	Users are unable to use the application, resulting in a critical impact on business operations. This condition requires immediate resolution. Example: the system is down 2 hours response time 24/7 (Production only)	Any high priority request which is time-sensitive and can affect daily business. Example: critical component is returning an error 4 hours response time Working days	Important request which requires high attention but does not impact the whole production or all functions. Example: a bug or unexpected behavior 24 hours response time Working days	Minor loss of functionality, monitoring issues or typical "how-to" and documentation questions, administrative tasks. Example: how to question 72 hours response time Working days
Detailed Description	Add a detailed description of the issue / problem, including impacted users, symptoms & consequences. Additional info as relevant (use the module specific information below as a checklist).
Recreation steps	Describe the steps taken that results in this issue.
Module	Use the drop-down list in the righthand side pane.
Environment	PROD / QA / Staging / DEV
Partition	Indicate the affected partition.
Attach Documents	Screenshots / Documents / Recordings that illustrate the detailed description
Module specific information	PriceAnalyzer	PriceBuilder	QuoteConfigurator	PromotionManager	RebateManager	PriceOptimizer
Objects affected and their names / reference	Data Feed Data Source Datamart Rollups Simulation Data Analyzer Charts/Graphs	Price List Manual Price List Live Price Grid Simulation PL and LPG Types	Quotes / Quote Types Mass Update Price Records Workflow	Contracts / Contract Types Mass Update Price Records	Rebate Types Rebate Agreement(s) Rebate Records Rebate Calculations Payout Records	Models Model Logic Policy Record

You can also download this guideline in PDF format.

Pricefx HelpDesk application is accessible through: www.support.pricefx.eu